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Telephone Triage for Receptionists and HCAs

Duration: 2 Days - Start Time: 09:15 End Time: 16:30 - CPD Hours: 16 - Price: £270.00

A list of available dates can be found at the foot of this page.

Course Overview

This course will equip non registrants to allocate patients safely into face to face or telephone appointment with an appropriate practitioner or service. The course will also equip non registered staff to question for, recognise and allocate patients with urgent health needs


"Absolutely excellent! Thoroughly enjoyed"

"An excellent course, provided useful guidance with a lovely lecturer"

"Very good course. Understanding & knowledge greatly improved"

Past course delegates

Course Content

What telephone triage is

Legal responsibility in telephone triage

Correct documentation

The use of established protocols

Communication skills: techniques and conversation management.

Active listening

Questioning styles

Effective and efficient telephone triage call management.

Questioning to identify clinical emergencies

Questioning to identify common red flag symptoms

Questioning to categorise the urgency of the patient's condition

Clinical case scenarios for minor and major conditions.

Referral to appropriate team members

Risk management

Clinical Governance

Course Aims and Outcomes

  • Develop communication skills to undertake preliminary telephone triage
  • Consider how to categorise the urgency of the patients condition
  • Signpost patients to the most appropriate member of the registered practitioner team
  • Allocate appointments and home visits in an appropriate manner to make best use of resources

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M&K Update Ltd, The Old Bakery, St Johns Steet, Keswick, Cumbria, CAI2 5AS.

Tel: 017687 73030
Fax: 017687 81099

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